MediaPlatform, Inc. (MediaPlatform) will use commercially reasonable efforts during normal company business hours to correct errors in the licensed version of the MediaPlatform Software in a timely manner. A MediaPlatform Customer Support Engineer will attempt to resolve reported errors at the time of the initial call or email. If the Customer Support Engineer cannot resolve the matter while on the call or in the email response, the request for service will be logged and responded to by a Technical Support Engineer according to the priority level of the error. Additional terms may be specified in an individual Customer’s License Agreement.
Designated Support Contacts
Customer or Service Provider (Customer) must designate by name Designated Support Contacts who are employees or independent contractors as the permitted users of the support services. MediaPlatform does not provide support services to any viewer, unless that viewer is a Designated Support Contact.
Customer or Service Provider (Customer) must designate by name Designated Support Contacts who are employees or independent contractors as the permitted users of the support services. MediaPlatform does not provide support services to any viewer, unless that viewer is a Designated Support Contact.
Software Updates and Upgrades
MediaPlatform will provide to Customer, without additional charge, updates, upgrades, enhancements, corrections, and improvements to the Supported Software, and its related documentation (collectively, the “Enhancements”), which MediaPlatform generally makes available to its customers during the term. For these purposes, Enhancements shall not be deemed to include any Software modules or products that add functionality to the Supported Software, to the extent that MediaPlatform markets such Software modules or products under a different product name from the Supported Software. In addition, new Software modules or products, as determined and defined by MediaPlatform, are not covered by, and will not be provided under the Services. MediaPlatform shall not be obligated to provide any specific Enhancement to reflect such changes and clarifications, and MediaPlatform shall, in its sole discretion, determine the nature, content, and timing of the provision of all Enhancements. For On-Premise configurations, Customer may be responsible for payment for a Professional Services fee related to installation and configuration of the enhanced Software, plus travel and related services, if applicable.
MediaPlatform will provide to Customer, without additional charge, updates, upgrades, enhancements, corrections, and improvements to the Supported Software, and its related documentation (collectively, the “Enhancements”), which MediaPlatform generally makes available to its customers during the term. For these purposes, Enhancements shall not be deemed to include any Software modules or products that add functionality to the Supported Software, to the extent that MediaPlatform markets such Software modules or products under a different product name from the Supported Software. In addition, new Software modules or products, as determined and defined by MediaPlatform, are not covered by, and will not be provided under the Services. MediaPlatform shall not be obligated to provide any specific Enhancement to reflect such changes and clarifications, and MediaPlatform shall, in its sole discretion, determine the nature, content, and timing of the provision of all Enhancements. For On-Premise configurations, Customer may be responsible for payment for a Professional Services fee related to installation and configuration of the enhanced Software, plus travel and related services, if applicable.
Telephone and Email Support Cases
Except as provided in the following sentence, during the contract term, MediaPlatform will provide Customer, without additional charge, with up to the number of Cases of telephone or Email consultation set forth in the Customer’s License Agreement concerning the use of the Supported Software and Enhancements, provided Customer is current in payment for the licensed Software as specified in the Customer’s License Agreement. Should the number of Support cases used by Customer exceed of the number of Support Cases described in the Customer’s License Agreement, and additional fee per Support Case will be due, subject to the pricing and terms set forth in the Customer’s License Agreement. Such telephone and Email consultation will be available to Designated Support Contacts only. Unused Cases are not carried over into any subsequent term. For purposes of this Agreement, a “Case” is defined as a question relating to a specific, single, discrete problem concerning the Supported Software and Enhancement functionality, use, configuration or optimization that can be answered by isolating its origin to a single cause. Each Case may include multiple telephone calls to or from Customer to reach resolution or closure. MediaPlatform retains sole discretion to whether a consultation is determined to represent a case. This telephone or Email consultation will generally be provided by MediaPlatform during its regular business hours. Support inquiries determined to be an “issue” or “bug” in the supported Software shall not be considered a case.
Except as provided in the following sentence, during the contract term, MediaPlatform will provide Customer, without additional charge, with up to the number of Cases of telephone or Email consultation set forth in the Customer’s License Agreement concerning the use of the Supported Software and Enhancements, provided Customer is current in payment for the licensed Software as specified in the Customer’s License Agreement. Should the number of Support cases used by Customer exceed of the number of Support Cases described in the Customer’s License Agreement, and additional fee per Support Case will be due, subject to the pricing and terms set forth in the Customer’s License Agreement. Such telephone and Email consultation will be available to Designated Support Contacts only. Unused Cases are not carried over into any subsequent term. For purposes of this Agreement, a “Case” is defined as a question relating to a specific, single, discrete problem concerning the Supported Software and Enhancement functionality, use, configuration or optimization that can be answered by isolating its origin to a single cause. Each Case may include multiple telephone calls to or from Customer to reach resolution or closure. MediaPlatform retains sole discretion to whether a consultation is determined to represent a case. This telephone or Email consultation will generally be provided by MediaPlatform during its regular business hours. Support inquiries determined to be an “issue” or “bug” in the supported Software shall not be considered a case.
Support Consultation Restrictions
The telephone or email consultation provided is intended to assist Customer in the normal operation and routine use of the Supported Software for customary issues. Accordingly, it does not include general information on production services, assistance equivalent to training concerning the use of a licensed MediaPlatform Software product (such assistance is provided separately by MediaPlatform) or any substantive or technical consulting arising in connection with the application of a licensed MediaPlatform Software product. Additionally, Support includes answering questions and providing a reasonable level of guidance to the Customer about the use of the product, responding to reports of errors and determining if the reported error is a result of a problem in the product or an environmental or installation problem. The customer is responsible for providing documentation sufficient for MediaPlatform to reproduce the error including a detailed written description of the problem, log files, core dumps, data files, and any other information reasonably requested by MediaPlatform. MediaPlatform is not responsible for errors or other problems due to non-MediaPlatform products or services, misuse, accident, damage or modification, or failure to maintain proper physical or operating environment. If MediaPlatform reasonably believes that a problem reported by the Customer may not be due to an error in MediaPlatform Software, MediaPlatform will so notify the Customer, and MediaPlatform shall not proceed further, unless so instructed in writing by the Customer. If, upon resolution of the problem, it is determined that error is not due to the MediaPlatform product or other conditions attributable to MediaPlatform, the Customer will be invoiced for time and materials at MediaPlatform’s then standard rates.
The telephone or email consultation provided is intended to assist Customer in the normal operation and routine use of the Supported Software for customary issues. Accordingly, it does not include general information on production services, assistance equivalent to training concerning the use of a licensed MediaPlatform Software product (such assistance is provided separately by MediaPlatform) or any substantive or technical consulting arising in connection with the application of a licensed MediaPlatform Software product. Additionally, Support includes answering questions and providing a reasonable level of guidance to the Customer about the use of the product, responding to reports of errors and determining if the reported error is a result of a problem in the product or an environmental or installation problem. The customer is responsible for providing documentation sufficient for MediaPlatform to reproduce the error including a detailed written description of the problem, log files, core dumps, data files, and any other information reasonably requested by MediaPlatform. MediaPlatform is not responsible for errors or other problems due to non-MediaPlatform products or services, misuse, accident, damage or modification, or failure to maintain proper physical or operating environment. If MediaPlatform reasonably believes that a problem reported by the Customer may not be due to an error in MediaPlatform Software, MediaPlatform will so notify the Customer, and MediaPlatform shall not proceed further, unless so instructed in writing by the Customer. If, upon resolution of the problem, it is determined that error is not due to the MediaPlatform product or other conditions attributable to MediaPlatform, the Customer will be invoiced for time and materials at MediaPlatform’s then standard rates.
Support Hours & Contact Methods
MediaPlatform Customer Support Services personnel are available Monday through Friday between 9:00 A.M. to 9:00 P.M. Eastern, excluding MediaPlatform holidays. Designated Support Contacts may contact MediaPlatform Customer support: By Phone at (310) 909-8410 Option 2, or By Email at support@mediaplatform.com
MediaPlatform Customer Support Services personnel are available Monday through Friday between 9:00 A.M. to 9:00 P.M. Eastern, excluding MediaPlatform holidays. Designated Support Contacts may contact MediaPlatform Customer support: By Phone at (310) 909-8410 Option 2, or By Email at support@mediaplatform.com
After Hours Support and Contact Method
MediaPlatform Customer Support Services personnel are available 24×7 via MediaPlatform’s telephone system (or similar) to resolve Severity Level 1 problems. Designated Support Contacts may contact MediaPlatform after hours Customer support: By Phone at (310) 909-8410 Option 2. Instructions for contacting MediaPlatform After Hours Support will be provided through the MediaPlatform phone system support line when accessed outside of MediaPlatform’s normal support hours.
MediaPlatform Customer Support Services personnel are available 24×7 via MediaPlatform’s telephone system (or similar) to resolve Severity Level 1 problems. Designated Support Contacts may contact MediaPlatform after hours Customer support: By Phone at (310) 909-8410 Option 2. Instructions for contacting MediaPlatform After Hours Support will be provided through the MediaPlatform phone system support line when accessed outside of MediaPlatform’s normal support hours.
Delays
MediaPlatform shall not be liable for any delays or failure to perform technical support services resulting from circumstances or causes beyond its reasonable control, including, without limitation, defaults of its subcontractors, fire or other casualty, act of God, strike or labor dispute, war, terrorism or other violence, or any law, order or requirement of any governmental agency or authority.
MediaPlatform shall not be liable for any delays or failure to perform technical support services resulting from circumstances or causes beyond its reasonable control, including, without limitation, defaults of its subcontractors, fire or other casualty, act of God, strike or labor dispute, war, terrorism or other violence, or any law, order or requirement of any governmental agency or authority.
Severity Levels
MediaPlatform Customer Support Services will assign a severity code to all application inquiries as follows:
MediaPlatform Customer Support Services will assign a severity code to all application inquiries as follows:
- “Severity Level 1″ to an error that renders the entire software inoperable;
- “Severity Level 2″ to an error, other than an error of Severity Level 1, that renders degraded performance of the software or particular functionality inoperable yet allows the customer to continue to generally operate a significant portion of the software or use the software with a recommended workaround solution; or
- “Severity Level 3″ to any error, other an error of Severity Level 1 or Severity Level 2.
Response Time
Customer Support Services will respond to severity levels in the following manner:
Customer Support Services will respond to severity levels in the following manner:
- “Severity Level 1″: MediaPlatform Customer Support Services personnel will respond to all Severity Level 1 notifications within 2 business hours.
- “Severity Level 2″: MediaPlatform Customer Support Services engineers will respond to all Severity Level 2 notifications within 4 business hours.
- “Severity Level 3″: MediaPlatform Customer Support Services engineers will respond to all Severity Level 3 notifications within 48 business hours.
Templates
MediaPlatform Customers have access to MediaPlatform standard templates. Some Customers have access to the MediaPlatform Titan Template Editor to create custom templates. Support for custom templates will require Customer to enter into a Professional Services engagement with MediaPlatform for custom template support or design services and is available at the then-current rate for MediaPlatform Professional Services.
MediaPlatform Customers have access to MediaPlatform standard templates. Some Customers have access to the MediaPlatform Titan Template Editor to create custom templates. Support for custom templates will require Customer to enter into a Professional Services engagement with MediaPlatform for custom template support or design services and is available at the then-current rate for MediaPlatform Professional Services.
MediaPlatform, Inc. 8484 Wilshire Boulevard, Suite 515, Beverly Hills, CA 90211 (310) 909-8410 www.mediaplatform.com
